Security and Patch Management Engineer

Security and Patch Management Engineer

Closing date: 04 December 2020

Location: Peterborough

Ref Num: A7434

CDW UK seeks Security and Patch Management Engineer to join the team in Peterborough.

Do you:

  • Have proven Customer Service skills
  • Have excellent communication skills
  • Have at least 2-3 years' experience in a similar SLA driven support role

If so, the Recruitment team wants to hear from you by midday on 4 December 2020 quoting reference A7434.

Key Responsibilities

  • Respond to incidents logged on the Incident Management system and provide end users with a technical solution within Service Level Agreements
  • Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary
  • Provide a point of technical escalation and expertise
  • Provide technical assistance to on-going projects and the transition of new customers when required
  • Ensure all implemented solutions are backed up with documentation, training and expertise within the Service Desk and Support areas
  • Perform Daily, Weekly and Monthly scheduled tasks relating to Patching and AV management when required
  • Provide assistance to Team members, Service Teams and Customers as required
  • Escalate potential service issues initially with Team Leader / Service Delivery Manager
  • Escalate potential problem issues with Problem and Incident Management
  • Recommend and deploy changes via the change management process when required
  • Act as a role model for technical competence, helpfulness, facilitation of learning and teamwork
  • Actively seek to improve and grow own skill and knowledge base in appropriate areas
  • Proactively maintain and develop knowledge, skills and experience through client contact, industry sources, formalised training and development plan
  • Work with consultants to better understand issues and resolutions
  • Provide 24/7/365 remote support on a 4 on 4 off basis covering days and nights alternatively. Day shifts run from 09:00 to 21:00 and night shifts from 21:00 to 09:00

Please download the full job specification here for more information.

Essential Knowledge and Experience

  • Educated to GCSE level in Maths and English or equivalent
  • At least 2 – 3 years’ experience in a similar SLA driven support role
  • Good knowledge of IT platforms, equipment and applications
  • Proven Customer Service skills
  • Industry recognised qualifications in relevant areas
  • Knowledge / experience in the following technologies
        - Windows Server 2008/2012/2016
        - Windows Workstation 7/8/8.1/10
        - Patch Management
        - WSUS
        - SCCM/InTune
        - SEPM and other mainstream AV solutions (e.g. Sophos, Kaspersky etc.)
        - Backup and Restore basics (VMWare, Backup Exec etc.)
        - Basic networking

Desirable Knowledge and Experience

  • Security Clearance advantageous
  • Any Industry recognised qualifications or certifications an advantage
  • Experienced in ITIL best practices desirable. Ideally holding an ITIL Foundation certification (V2 or V3).

Before you apply why not take a look at the top ten reasons to join CDW...

Please note, your application will be retained for a period of six months. After this period it will be removed from our systems.

To apply for this position, please click ‘Apply Now' and send your CV and a covering letter.


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